Enhancing Service Quality: Assessment, Communication & New Systems

This report provides a comprehensive overview of quality management strategies, focusing on self-assessment techniques to determine an organization's current state of health, emphasizing the importance of employee experience and knowledge in system design. It highlights the significance of effective record keeping and communication in quality management, detailing how communication fosters positive relationships and record keeping aids in identifying opportunities for new products and customer needs. The report also outlines key factors in staff consultation plans, including defining the purpose, timeframe, and methods for data analysis and collection. Furthermore, it explores new systems and modifications for improving service quality, such as enhancing communication processes, modifying quality management system designs, and implementing cost-cutting techniques in non-value-added processes. The document concludes with a list of references used in the analysis.

TASK 4

4.1 Self assessment to determine the organisation's current state of health
 A system should be decided and designed according to the
experience and knowledge of the employees.
 If the processes of the company are not effective than the
confidence level of organization also decreases.
 Benchmarking approach can use to find the weaknesses,
strengths and the improvement needed.
 It should be done on the regular interval of time

4.2 Importance of record keeping and communication in quality management
 The process of transferring information, feelings and
ideas from one person to another person is defined as
Communication.
 The communication develops the positive relation.
 The method of documentation of all data of the
organization is referred to Record keeping.
 Record keeping is used to identify various opportunities
of new product, needs of customer, profit and gross
income.

4.3 Stages of staff consultation
Following key factors and information are included in the
consultation plan :
 It defines the purpose of consultation
 The time frame required for consultation
 It focuses on the target of consultation
 Methods for analysing the data and information that would
be collected in the process is stated in the plan
 Methods and tools that will be used for data and information
collection in the decision making process is also included in
it.

4.4 New systems or modifications for improving service quality
 Enhancement of process and guidelines of communication
 Modify its design of quality management system to ensure
that high quality products and services
 They can also use some cost cutting techniques in the
processes which are not providing value

REFERENCES
 Sallis, E., 2014. Total quality management in education. Routledge.
 Wang, C. H., Chen, K. Y. and Chen, S. C., 2012. Total quality
management, market orientation and hotel performance: The
moderating effects of external environmental factors. International
Journal of Hospitality Management. 31(1). pp.119-129.
 Wheelen, T. L. and Hunger, J. D., 2011. Concepts in strategic
management and business policy. Pearson Education India.
 Xu, L. D., 2011. Information architecture for supply chain quality
management. International Journal of Production Research. 49(1).
pp.183-198.
 Yang, M. G. M., Hong, P. and Modi, S. B., 2011. Impact of lean
manufacturing and environmental management on business
performance: An empirical study of manufacturing firms.
International Journal of Production Economics. 129(2). pp.251-
261.

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